Who Are We?
As part of the wider Panda Recycling Group, we are an award-winning business focussed on growth, sustainability and long-term customer partnerships.
About the Role
As a Desk Account Manager, you will manage and grow a portfolio of Mid-spend SME customers, acting as their primary point of contact. You’ll be responsible for maintaining strong relationships, maximising account value, and ensuring an excellent customer experience through proactive account management.
This is a desk-based role with a strong focus on retention, upsell, and service optimisation rather than field sales.
Responsibilities
Manage and develop a portfolio of Mid-spend SME customer accounts with an annual spend of between £7,500 & £15,000 with various waste services
Act as the primary point of contact for customers, handling all commercial and service-related queries
Build and maintain strong relationships with key decision-makers within SME organisations
Proactively manage contract renewals, price reviews, and service changes
Identify and deliver upsell and cross-sell opportunities across waste, recycling, and related services
Monitor customer spend, margins, and service performance to maximise retention and account value
Resolve customer issues efficiently by working closely with operations, billing, and customer service teams
Ensure customers remain compliant with waste legislation and company policies
Maintain accurate and up-to-date records in CRM and internal systems
Meet or exceed retention, revenue, and customer satisfaction targets
Skills and Experience
Previous experience in account management, customer success, or desk-based sales
Experience managing SME customers with mid-to-high spend or complex service requirements
Background in waste management, recycling, environmental services
Proven experience handling contract renewals, price increases, and retention conversations
Experience identifying and converting upsell and cross-sell opportunities
Familiarity with CRM systems and managing account pipelines
Experience working cross-functionally with operations, customer service, and billing teams
Understanding of waste legislation, compliance, or service-level agreements (desirable)We are Panda. We value waste.
We’re in the business of waste management but that doesn’t just mean collecting bins. Behind every collection is a passionate team of people finding smarter, safer, and more sustainable ways to recycle and repurpose materials that would otherwise go to waste.
Over the past 30 years, Panda has grown into a leading resource recovery business, bringing together almost 3,000 people across multiple brands, united by a shared vision and strong values. While our operations are diverse, our purpose is clear: to protect our people, support our customers, and create positive impact for the communities and environments we serve.
At Panda, people are at the heart of everything we do. We work as one team, combining different skills, experiences, and perspectives to achieve shared goals. We care for each other’s wellbeing, encourage development, and support growth because we know we’re stronger together.
We expect excellence in how we operate. High standards, bold thinking, and continuous improvement drive our passion for innovation. We challenge the ordinary, put safety first, and embrace new ideas while delivering practical, cost-effective solutions that move our business forward.
We own what we do. From day-to-day tasks to major projects, we take pride in our work and responsibility for the outcome. We don’t walk past problems we address them together. Our expertise, reliability, and care reflect who we are and the difference we make.
And above all, we act with trust and integrity. Trust is built through open communication, honesty, and accountability. It allows us to move quickly, make confident decisions, and deliver results — knowing our people are empowered to do the right thing.
Our journey depends on talented, committed people who want to make an impact.
Take the first step and join us on the journey.
Panda is committed to attracting and retaining a skilled and diverse workforce that reflects the communities in which we operate and the people we serve.
(DE&I Policy Statement)